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Can superb customer service be that winning shot in ecommerce?
  • Vote Up0Vote Down PrashantPrashant
    With thousands of e-tailers getting desperate to get a share of your wallet, which ones will sustain as a winner? Will a fantastic customer experience/service help you keep your customers and get more?
    I personally think the service standards in Indian ecom is pretty poor. Can somebody be the Zappos of India?
    As an end consumer what do you expect as a great customer service?

     
  • 3 Comments sorted by
  • Vote Up0Vote Down saipothurisaipothuri
    As a end customer i expect few things

    1) i am getting the right product that i paid for

    2)  point 1 : if i get the right product then i get the right warranty so nothing to worry about the product

    3) if i received the wrong product, then immediate communication to support team, either 2 things happen 1) Return the product and get new product on exchange  2) pay back the amount

      i prefer good and fast customer support that really works out..

    Thanks

    Sai
    Country Head www.greenjute.com
  • Vote Up0Vote Down SagarSagar
    @Prashant: Good point. IMO there is a big BIG chasm there as far as the Indian market is concerned although here and there differences are being seen. Companies like Flipkart are known for the social media support; even biggies like Airtel and Tata (to some extent) are heavily offering pervasive support experience (with limitations of course but the idea is they want to present themselves as being always accessible from any platform)

    Expectations from a decent/good customer service:
    1. Pervasive, I think that is the least that can be expected these days
    2. Quick first response.
    3. Strict non-asking of the same question by each support person who contacts you. Nothing is more annoying than having to describe the entire Ramayan everytime a new company rep calls. Maintaining evolving issue history is a definite must have.

    Newbie start-upper - one half of FlagTrue (http://flagtrue.com), wannabe guitar god, survival cook, sometime cyclist.
  • Vote Up0Vote Down PrashantPrashant
    @Saipothuri and Sagar,
    I think both you guys hit a imp point and that is Fixing the goof up in in the first alert and doing it with speed.

    This way the consumer is assured that the his association means a lot to the company and they are serious about support.

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